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Local governments play a strategic role in public service delivery and are required to undertake rapid, systematic, and sustainable institutional and governance transformation. These demands arise in response to changes in the organizational environment, regulatory developments, and increasing public expectations regarding the quality, effectiveness, and accountability of public services. Improving the capacity of human resources, particularly those managing services and complaints, is a crucial factor in ensuring professional, adaptive, and technology-based services. However, issues with staff competency are still found in public service institutions that interact directly with the public, particularly at the sub-district level. In an effort to improve the quality of public administration services, the government established the Integrated Sub-district Administrative Services (PATEN) policy as stipulated in Minister of Home Affairs Regulation Number 4 of 2010. This study aims to analyze the implementation of the PATEN policy in Sawangan District, Depok City, using a qualitative approach and descriptive methods. The results indicate that the implementation of PATEN has generally been effective, marked by the fulfillment of substantive, administrative, and technical aspects, and supported by clear regulations. However, public complaint services have not been optimal due to technical constraints in the website-based complaint system.

This study aims to examine the quality of public services at the Population and Civil Registration Office (Disdukcapil) of Pohuwato Regency using the SERVQUAL model, which comprises five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This research was conducted in response to persistent public complaints regarding slow service processes, long queues, limited facilities and infrastructure, network disruptions, as well as insufficient information and uncertainty concerning service completion time. The study employed a descriptive qualitative approach through observation, interviews with Disdukcapil employees and community members, and documentation. The findings indicate that the quality of public services has not yet been optimal. The Tangibles dimension remains weak due to inadequate service facilities. Reliability has not been fully achieved as a result of delays in document issuance and system disruptions. Responsiveness among service officers is inconsistent in addressing public complaints. In terms of Assurance, officers demonstrate adequate professionalism; however, transparency in procedures and service timelines remains inconsistent. Meanwhile, in the Empathy dimension, attention to the community particularly vulnerable groups still needs improvement. Overall, the public services provided by Disdukcapil Pohuwato have not fully met community expectations and require improvements in facilities, staff competence, and the effectiveness of service systems.

The National Health Insurance Program (Jaminan Kesehatan Nasional or JKN) is a government initiative aimed at ensuring equitable, accessible, and affordable healthcare services for all Indonesian citizens. Since its implementation in 2014, the program has covered more than 90% of the population; however, several challenges remain, particularly concerning the quality of services at primary healthcare facilities such as community health centers (puskesmas). This study aims to analyze the quality of JKN services at the Cengkareng Public Health Center, West Jakarta, using the five dimensions of service quality proposed by Parasuraman: tangibles, reliability, responsiveness, assurance, and empathy. The research employed a descriptive qualitative method through in-depth interviews, direct observations, and document analysis involving healthcare workers and JKN patients. The findings indicate that the overall service quality at Puskesmas Cengkareng remains suboptimal. The tangibles and assurance dimensions are relatively good, while reliability, responsiveness, and empathy are still lacking. Major complaints include long waiting times, poor doctor–patient communication, and unfriendly staff attitudes. These findings highlight the need for improving human resource professionalism, strengthening service management systems, and conducting periodic evaluations to enhance the overall quality and patient satisfaction among JKN participants.  

This study examines the implementation of digital health services via the Mobile JKN application at the Payung Sekaki Community Health Center in Pekanbaru City and explores factors affecting service effectiveness, especially complaints about long waiting times. Using a descriptive qualitative approach based on the Mobile Health Acceptance Model by Handayani et al. (2021), the study focuses on five constructs: ease of use, system availability, system responsiveness, health workers’ digital skills, and user trust. The results show that Mobile JKN has significantly simplified administrative processes, accelerated registration, and improved service efficiency at the health center. Effectiveness is supported by factors such as the application’s general ease of use, faster queue data processing, and adequate digital skills among staff. Users also show a high level of trust, though queue time estimation still needs improvement. Despite these benefits, complaints about long waits persist due to patients who register online but still queue manually and misunderstandings between Mobile JKN and e-Puskesmas queue numbers. Late patient arrivals also contribute to delays. Overall, Mobile JKN proves effective in enhancing digital health services, but further optimization is needed through better socialization of service procedures, accurate queue information, and improved system integration to maximize the advantages of digitalization.

Bloating in infants can also accompany other digestive disorders, such as vomiting, diarrhea, abdominal pain, and constipation. Babies with gas often vomit easily. Babies with diarrhea will have low potassium levels, resulting in bloating. One benefit of infant massage is addressing complaints of bloating and colic in infants. Tummy massage is a gentle abdominal massage designed to encourage trapped air to move. The goal is to move gas and other materials from the intestines to the large intestine. The method used was preparation through coordination with midwives and cadres in Selokerto Village, Sempor District, Kebumen Regency. The activity was implemented through lectures and tummy massage simulations. While evaluation and follow-up plans for the activity were carried out by evaluating the knowledge of mothers of toddlers and can be implemented independently using leaflets distributed to mothers of toddlers. The number of respondents in this activity was 10 mothers of toddlers. The activity went smoothly, all mothers enthusiastically participated in the activity. Respondents were aged between 20-34 years. The level of knowledge of respondents before the activity was that most had sufficient knowledge about bloating/colic in toddlers and tummy massage. Meanwhile, after the knowledge activity, most responded well. Conclusion: The community service activity was effective in increasing respondents' knowledge about gas/colic in toddlers and tummy massage.

The rapid development of the digital era has led to a major shift in the modern workplace, with over 1.5 billion people spending more than six hours daily in front of computer screens. This working condition poses significant occupational health risks, including Musculoskeletal Disorders (MSDs) such as Low Back Pain (LBP) and neck strain, with a global prevalence of 60-80%. Furthermore, prolonged screen exposure and high workload contribute to mental health issues like chronic stress and digital fatigue. This community service aimed to increase awareness among PT. XYZ employees regarding the importance of integrated ergonomics to achieve optimal productivity. The method used was an informative sharing session through a presentation and discussion. The material emphasized a three-pronged intervention approach: physical ergonomics (workstation adjustment), technology-based interventions (wearable devices, break reminder apps, and electromagnetic radiation prevention), and mental well-being integration (mindfulness and relaxation techniques). The results showed a significant increase in participant understanding of the health risks and the practical steps to implement integrated ergonomic solutions. It was found that combining technology-based reminders and mindfulness exercises can reduce health complaints by up to 40% better than physical interventions alone. The implication of this service is the recommendation for PT. XYZ to adopt an integrated ergonomic policy that addresses physical, technological, and mental aspects to create a healthier, safer, and more productive work environment for its employees.

This study aims to analyze the implementation of the LAPORBUP application in improving public information services and identify obstacles to its implementation at the East Lombok Regency Communication and Informatics Office. LAPORBUP is a digital-based public service innovation that makes it easier for the public to convey complaints, aspirations, and suggestions quickly, transparently, and accountably. This study uses a qualitative approach with data collection techniques through in-depth interviews, observation, and documentation. The data obtained are analyzed descriptively qualitatively. The results show that the implementation of LAPORBUP is able to improve the quality of public information services through a more practical, open, and responsive reporting system. The public can monitor the progress of reports through a ticket system, while the government uses report data as a basis for policy evaluation. In addition, socialization through various media has also encouraged increased public understanding and use of the application. However, the implementation of LAPORBUP still faces several obstacles. Internal obstacles include limited human resources, minimal technical training, and limited operational budget. Meanwhile, external obstacles include low digital literacy among the public and a lack of awareness among some residents in utilizing the service. Thus, LAPORBUP has made a positive contribution to strengthening public information services in East Lombok Regency. Through increased human resource capacity, enhanced digital literacy, and adequate budget support, this application has the potential to become a model for technology-based public service innovation that can strengthen government-community relations and support transparent, accountable, and responsive governance

Obstructive ileus is a digestive system disorder characterized by a blockage caused by abnormalities in the intestinal lumen, intestinal wall, or foreign objects outside the intestine. Blockages in this intestinal area can cause accumulation or buildup at the site of the blockage. Patients with obstructive ileus generally experience complaints such as nausea, vomiting, abdominal distension, bowel disorders, flatus (gas) disorders, and the most common symptom is abdominal pain. The goal of this community service is to enable families to understand the definition, causes, and management of obstructive ileus and to practice applying warm compresses to minimize pain in the affected area. The methods used in this activity were counseling, interactive discussions, and practice of applying warm compresses. The media used were leaflets and flipcharts. The results obtained from this health education activity can improve patient (family) knowledge and practice in applying warm compresses to relieve pain. It is hoped that after this activity, patients (families) can apply knowledge of how to manage pain independently as an initial preventative measure to reduce pain

In order to guarantee the best possible maternal health and fetal growth throughout pregnancy, complementary services for expectant mothers are required. These services include nutrition, mental health, and supplementary medical treatment. According to data, 70% of pregnant women have low back discomfort. According to a different poll, eight out of ten third-trimester pregnant women report having back pain. Doing Childpose (Balasana) exercises is one more way to lessen this problem. This study sought to ascertain if Childpose (Balasana) exercises were beneficial in lowering low back pain complaints among pregnant women in their third trimester at the South Bolango City Health Center. This study employed a quasi-experimental pretest-posttest approach with a sample of 34 pregnant women in the third trimester. There were twenty participants in the study's sample. Childpose or balasana exercises are beneficial in relieving back discomfort in third trimester pregnant women at the South Bolango Health Center, according to the data, which indicated a P-value of 0.000 <0.05.

Shuttlecock industry workers in Arjosari Village perform many repetitive activities that involve intensive use of their upper extremities, putting them at high risk of musculoskeletal disorders, particularly frozen shoulder. This condition is characterized by pain, limited movement, and decreased shoulder function, which can interfere with work productivity. This community service activity was carried out through community physiotherapy counseling with a promotive and preventive approach, using leaflets, ergonomic education, and demonstrations of simple exercises such as cross-body arm stretches, pendulum exercises, arm circles, finger walk exercises, and towel exercises. The methods used included pre-tests, material delivery, exercise practice, discussions, and post-tests to assess knowledge improvement. The results of the activity showed that the majority of workers had experienced initial shoulder complaints, with a predominance of female respondents (93.33%). Average knowledge increased from 0% on the pre-test to 100% on the post-test. The counseling proved effective in increasing workers' understanding of frozen shoulder prevention, thereby reducing the risk of shoulder pain and increasing work productivity

Water is a basic, irreplaceable human need, so its management must be effective, efficient, and sustainable. The Tanarawa Village Government, through the Village-Owned Enterprise (BUMDes), manages the Regional Drinking Water Company (PDAM) to meet the community's clean water needs. However, various obstacles remain, ranging from suboptimal water quality, uneven distribution, and customer complaints. This situation raises questions about the extent to which service quality and complaints influence customer satisfaction at the Tanarawa Village PDAM, Waiblama District, Sikka Regency. This study aims to: (1) describe the service quality of the Tanarawa Village PDAM, (2) identify the types of complaints submitted by customers, and (3) analyze the influence of service quality and complaints on customer satisfaction. The research method used was a descriptive quantitative approach using a survey technique. Data were collected through questionnaires from 30 respondents who were customers of the Tanarawa Village PDAM. Data analysis included validity and reliability tests, multiple linear regression analysis, hypothesis testing, and coefficient of determination. The results of the study, based on descriptive analysis, indicate that service quality, complaints, and satisfaction are categorized as "Good," although there are still shortcomings in response speed, consistency of water distribution, and staff reliability. Customer complaints predominantly concern frequent interruptions in water flow, poor water quality, and slow response times, requiring improvement to Very Good. Statistical analysis of the effect of service quality on customer satisfaction shows a t_(count) > t_table = 3.325 > 1.99, concluding that service quality significantly influences customer satisfaction. Furthermore, statistical analysis of the effect of complaints on customer satisfaction also yielded a t_(count) > t_table = 3.917 > 1.99, concluding that customer complaints have a significant impact on satisfaction levels. Thus, this study confirms that consistent improvements in service quality and prompt and resolute complaint handling are important factors in increasing customer satisfaction. The results are expected to provide strategic input for the Tanarawa Village Water Company (PDAM) in improving its service system and strengthening relationships with the community.

Public services at the village level are the starting point for interaction between the government and the community. Problems that often arise, such as a lack of professionalism among officials, misunderstandings, and unclear information, can lead to public dissatisfaction. This study aims to identify the forms of interpersonal communication used by Terondol Village officials in public services, as well as the communication strategies used to handle complaints. Using descriptive qualitative methods through interviews, observations, and documentation with 1 key informant and 3 secondary informants, the study found that officials use friendly, open communication that is tailored to the character of the local community. Communication strategies include empathy, the use of simple language, and the delivery of clear and transparent solutions. Good communication has been proven to build trust, increase satisfaction, reduce conflict, and strengthen the image of the institution. This study confirms that interpersonal communication plays a significant role in the success and improvement of public service quality at the village level. Furthermore, the study highlights the importance of adapting communication strategies to the needs and expectations of the community. Therefore, the application of effective communication strategies that align with the characteristics of the community is a key factor in creating better and more satisfying public services. The findings suggest that strengthening communication training for village officials could further enhance service delivery and community engagement.

The background of this research, in accordance with the hail observations that have been carried out, is that there are still often problems about the existence of unprofessional employees or lack of discipline in work such as the existence of employees who are not on time. The purpose of this study is to find out and analyze the quality of work of employees of the Teddaopu Village Office, Tempe District, Wajo Regency, The type of research conducted is a type of descriptive qualitative research using data collection techniques through observation, interviews and documentation which aims to examine the analysis of the quality of work of employees of the Teddaopu Village Office. The data analysis technique goes through various stages, namely data reduction, data presentation and conclusion drawn, while the data validity technique uses credibility, transferability, dependability, and confirmability tests. The results of this study show that the quality of work of the employees of the Teddaopu Village Office has been running well, including the quality in terms of community services has been running properly, transparent, the employees always listen to the complaints of the community, always make plans in advance before doing work, but in terms of human resources it can be seen from the lack of communication of several employees at the Teddaopu Village Office, Tempe District Wajo Regency, Discipline in working hours and lack of facilities and infrastructure regarding parking lots. The conclusion is that the quality of work of the Teddaopu Village office employees has gone well.

The Village Consultative Body (BPD) plays a strategic role in overseeing the implementation of village governance to ensure transparent, participatory, and accountable governance. However, in practice, the effectiveness of the BPD's role is often influenced by various internal and external factors. This study aims to analyze the role of the BPD of Kersik Tuo Village in improving village government accountability based on the five dimensions of Servqual developed by Parasuraman, Zeithaml, and Berry, namely tangibles, reliability, responsiveness, assurance, and empathy. The research uses a descriptive qualitative approach with a case study method. Primary data was obtained through in-depth interviews with the BPD chairperson, village officials, and BPD members, while secondary data was sourced from official village documents, accountability reports, and related literature. Data analysis was conducted using the interactive Miles and Huberman model, which includes data reduction, data presentation, and conclusion drawing.The results of the study indicate that in the tangibles dimension, the BPD has provided physical facilities and information media that support transparency; in the reliability dimension, the BPD consistently carries out supervision in accordance with the planning and implementation cycle of village programs; in the responsiveness dimension, the BPD quickly responds to complaints and aspirations from the community; in the assurance dimension. Factors supporting the role of the BPD include the commitment of members to transparency, clear regulatory support, and partnerships with village officials and the community. Meanwhile, the main obstacles include limited human resources, supporting facilities, and suboptimal community participation. In conclusion, the BPD of Kersik Tuo Village has played a fairly effective role in maintaining the accountability of village administration, although there is still a need to improve the capacity of members, strengthen facilities and infrastructure, optimize public participation, and utilize information technology to support transparency and the quality of village public services.

This community service program was implemented to address the needs of farmers in Kalicaah Village, Tanjung Jaya Village, Panimbang District, for an affordable, simple, and user-friendly fertilizing tool. Traditionally, the application of solid fertilizer has been done manually, which not only leads to inefficiency but also significantly increases the physical workload of farmers. To overcome this issue, the program team designed a solid fertilizer spreader using appropriate technology, constructed from recycled materials such as PVC pipes and used water gallons. This innovation was aimed at creating a sustainable, low-cost solution for the local agricultural community. The program’s implementation involved several key activities, including identifying the farmers' challenges, conducting assembly training sessions, demonstrating the tool’s use, and running direct field trials in local farms. The results showed that the use of the newly developed fertilizer spreader led to a 45% reduction in the time spent applying fertilizer, which directly contributed to more efficient farming practices. Additionally, there was a significant reduction in physical complaints, particularly lower back pain, which had been a common issue due to the manual labor involved in fertilizing. The tool proved to be easy to construct, requiring minimal technical knowledge, and the farmers were able to adopt the technology independently. The high rate of adoption among farmers further emphasizes the tool’s potential for widespread use. The success of this program also suggests that this simple, affordable technology could be replicated in other agricultural regions, benefiting more communities by improving work efficiency, reducing physical strain, and fostering a sustainable approach to farming practices.

Pregnancy is a physiological process accompanied by significant physical and psychological changes in pregnant women. One of the most common complaints, particularly in the third trimester, is back pain and decreased physical fitness. Prenatal exercise is a non-pharmacological method proven effective in improving fitness, reducing discomfort, and preparing both physically and mentally for childbirth. This community service program aimed to enhance the knowledge and skills of pregnant women in Kedungjaya Village, Kedawung Sub-district, Cirebon Regency, through education and practical sessions on prenatal exercise. The method included a 60-minute educational session covering the definition, objectives, benefits, and precautions before performing prenatal exercise, followed by a 90-minute practical session guided by a qualified instructor. The results showed an increase in participants’ understanding of the benefits of prenatal exercise and their ability to implement it independently. This program is expected to improve maternal fitness, reduce physical complaints during pregnancy, and optimize physical and psychological readiness for labor.

Bullying is a persistent social issue frequently found in school settings and remains a concern in many countries. This study was initiated based on observations at SMPN 17 Pekanbaru, where numerous students were found to have experienced bullying. The purpose of this community service program was to introduce and promote a digital reporting platform for junior high school students, designed to be safe, interactive, and evidence-based, thereby enabling victims or witnesses to report incidents more easily. The methods applied included socialization, practical demonstration, and evaluation, involving 40 students as participants in the program. The intervention introduced the “BeSafe” website, which aims to provide a secure and user-friendly channel for reporting bullying anonymously and independently. The findings indicate that the website achieved a usability score of 82.2%, categorizing it as highly feasible and appropriate for use among adolescents. Furthermore, BeSafe was able to offer comfort, security, and accessibility for students in addressing bullying cases. An evaluation carried out one month after the program revealed that 20 bullying complaints had been successfully submitted through the platform, showing its effectiveness in encouraging students to speak up and utilize digital solutions without fear of exposure. In conclusion, the BeSafe platform is proven to be suitable as a medium for reporting bullying cases and holds significant potential to support preventive measures in schools. Beyond serving as a reporting tool, it can also act as an educational and protective medium that fosters a safer, more inclusive, and supportive school environment, ultimately contributing to the broader efforts of reducing bullying and enhancing students’ psychological well-being.

Technological developments have penetrated various sectors of life, including in the transportation and communication lines in Indonesia. KAI Access is a digital service issued by PT Kereta Api Indonesia in the form of an application. This application is present as a strategic innovation to improve the convenience and comfort of customers in accessing various train services, from ticket bookings, schedule information, to cancellations and refunds. However, from the complaint data submitted by customers, there are two biggest problems that are often experienced, namely related to responsiveness and action from KAI Access which is considered slow in handling user complaints and technical problems. When quick response services are not accompanied by concrete settlement actions, customer trust tends to decline. This research is based on service theory with a service quality and excellent service approach, where the variables of responsiveness and action are the main focus in the analysis of customer loyalty. Using a quantitative approach, with data collection techniques in the form of questionnaires, interviews, and literature studies, the respondents in this study were KAI Access users from the Edan Sepur train loving community. The results showed that the action variable had a positive and significant influence on customer loyalty, while the responsiveness variable did not have a significant influence directly. An important conclusion from this study is that in the context of digital applications such as KAI Access, customers prioritize concrete problem solving rather than just quick response. Therefore, PT KAI needs to strengthen concrete actions in handling complaints to increase long-term loyalty. Therefore, PT KAI needs to strengthen concrete actions in handling complaints to increase long-term loyalty, especially in the era of digitalization of public services that continues to grow rapidly.

This community service program aimed to enhance the safety compliance and service quality of gas station (SPBU) operators in Semarang through a structured refresher training initiative. The training was conducted over eight days and involved 120 participants from eight different SPBU locations. The program adopted a comprehensive approach by combining theoretical sessions, practical simulations, and role-playing exercises tailored to address real-world scenarios faced by SPBU personnel. Key training components included emergency response protocols, customer service excellence, complaint management, and adherence to safety procedures. The outcomes of the program showed measurable improvements. Post-training evaluations revealed a significant increase in participants’ knowledge and understanding of operational safety and service standards. Additionally, a notable reduction in emergency response times was observed during simulated drills. Feedback collected from the participants indicated enhanced confidence in handling routine operations, responding to customer complaints, and executing emergency procedures. This reflects the program’s success in not only increasing technical competence but also in boosting the professional demeanor of SPBU staff. Despite its success, the program encountered challenges, particularly in aligning the training schedule with participants’ daily work commitments, which occasionally hindered full attendance. To ensure long-term impact and continuity, the program recommends implementing annual refresher training sessions in collaboration with local safety and regulatory authorities. This would foster a culture of continuous improvement and compliance among SPBU operators, ultimately contributing to safer and more efficient fuel service operations in the region. Overall, the initiative highlights the critical role of ongoing professional development in enhancing service delivery and maintaining high safety standards in the fuel retail sector.

Nausea and vomiting are common complaints experienced by pregnant women in the first trimester. If left unmanaged, these symptoms may develop into hyperemesis gravidarum, which poses risks to both mother and fetus. One non-pharmacological alternative is the use of ginger (Zingiber officinale) as a complementary therapy. This community service activity aimed to improve the knowledge and attitudes of pregnant women regarding the benefits of ginger decoction in reducing nausea and vomiting. The method included health education, hands-on practice in preparing ginger decoction, and pre-test and post-test evaluations. The activity was conducted at Pratama Madina Clinic, involving 45 first-trimester pregnant women. Results indicated a significant increase in knowledge, with pre-test scores averaging 4.53 and post-test scores rising to 8.33. The activity also led to positive behavioral changes and increased awareness of the safe use of herbal therapies during pregnancy. Ginger education proved to be an effective initiative for fostering social transformation within the pregnant women's community.